Which is a risk that might be removed from a service consumer by an IT service?

• A.Cost of purchasing servers
• B.Service provider ceasing to trade
• C.Failure of server hardware
• D.Security breach

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What is defined as a change of state that has significance for the management of an IT service?

• A.Event
• B.Known error
• C.Problem
• D.Incident

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Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

• A.change
• B.configuration item
• C.problem
• D.risk

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Which practice provides users with a way to get various requests arranged, explained and coordinated?

• A.Service level management
• B.Relationship management
• C.Continual improvement
• D.Service desk

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Why should incidents be prioritized?

• A.To encourage a high level of collaboration within and between teams
• B.To identify which support team the incident should be escalated to
• C.To ensure that incidents with the highest business impact are resolved first
• D.To help automated matching of incidents to problems or known errors

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